What are the responsibilities and job description for the Business Systems Analyst III position at Apex Systems?
Job#: 3027809
Job Description:
Description:
Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. Identifies, documents, reports and tracks system issues. Supports the process of translating business needs into formal technical requirement deliverables. . 5-10 years of experience.
Your Team Overview/ Department: We own the end-to-end customer experience for Charter's Conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms, serving over 30 million customers across voice and digital channels.
Story behind the need/key projects: Our team is reimagining the customer experience using AI-driven self-service across Conversational IVR and IVA platforms. This role supports the Company's merger and integration initiatives, focused on unifying customer journeys to deliver a seamless and scalable experience.
Typical day in the role/task breakdown %: "30% Customer Experience discovery & stakeholder workshops
30% System analysis and cross-platform comparison (gap & capability matrix)
40% Business and functional requirements documentation
Top 3 Must-have hard skills: 1. 5 years as a Business Analyst / Technical BA / Product Analyst on Digital IVR & IVA platforms
2. CX journey analysis, gap assessment, and business requirements definition
3. Strong SQL skills with exposure to GenAI and LLM technologies
4. Experience designing or supporting conversational IVR/IVA solutions"
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Description:
Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. Identifies, documents, reports and tracks system issues. Supports the process of translating business needs into formal technical requirement deliverables. . 5-10 years of experience.
Your Team Overview/ Department: We own the end-to-end customer experience for Charter's Conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms, serving over 30 million customers across voice and digital channels.
Story behind the need/key projects: Our team is reimagining the customer experience using AI-driven self-service across Conversational IVR and IVA platforms. This role supports the Company's merger and integration initiatives, focused on unifying customer journeys to deliver a seamless and scalable experience.
Typical day in the role/task breakdown %: "30% Customer Experience discovery & stakeholder workshops
30% System analysis and cross-platform comparison (gap & capability matrix)
40% Business and functional requirements documentation
Top 3 Must-have hard skills: 1. 5 years as a Business Analyst / Technical BA / Product Analyst on Digital IVR & IVA platforms
2. CX journey analysis, gap assessment, and business requirements definition
3. Strong SQL skills with exposure to GenAI and LLM technologies
4. Experience designing or supporting conversational IVR/IVA solutions"
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.